Library
Our library contains documents held on the Improvement Service site together with links to documents held externally. A list of websites which also hold publications and information useful to those working in local government is available in our Information Sources section.
Users of the IS site are invited to submit documents that they think will be of value to other site users. Please note that you must be a registered user of the Improvement Service website and logged in if you wish to submit a new document. Documents submitted will not appear on the site immediately but will be subject to approval by our editorial team.
If you need any guidance or help please read our 'How to use this site' document.
Bulletins / Newsletters
DocumentsDate added
The December 2011 edition of the Customer Service Professional newsletter.
December 2011 edition of the Customer First newsletter which includes updates on the Customer First Channel Shift programme; Customer First involvement in the Scottish Government's response to the McClelland Report; Young Scot NEC's digital rewards scheme; DirectScot prototype website launch; Android release of North Ayrshire Council's 'Report It' smartphone app; Oracle Web Services Manager (OWSM) progress; and protecting national assets.
October 2011 edition of the Customer Service Professional newsletter containing news of the latest developments surrounding the Customer Service Professional Qualifications.
October 2011 edition of the Customer First Newsletter. Please note that it is best viewed electronically as it contains several hyperlinks (underlined).
June 2011 edition of the Customer First Newsletter. Please note that it is best viewed electronically as it contains several hyperlinks (underlined).
UK Cabinet Office's recently published ICT strategy.
March 2011 edition of the Customer First Newsletter. Please note that it is best viewed electronically as it contains several hyperlinks (underlined).
News of the latest developments surrounding the Customer Service Professional Qualifications.
Latest edition of the Customer First newsletter.
News of the latest developments surrounding the Customer Service Professional Qualifications.
Welcome to the first edition of the new-look Customer First newsletter. We're very keen to hear your feedback about the new format. It is best viewed on your computer, as there are several hyperlinks within the document (highlighted with the black boxes).
If you have any comments about this new format, please e-mail fiona.dick@improvementservice.org.uk (mailto:fiona.dick@improvementservice.org.uk)
Newsletter containing updates on the Customer Service Professional qualifications.
This is the latest edition of the Customer First newsletter, providing updates across the full range of Customer First programmes and projects. As well us updating on current progress, the newsletter also reflects back on what was a busy 2009 for the Customer First team.
August 2009 edition of the Customer First newsletter. As well as providing updates on the range of projects within the Customer First programme, the newsletter also provides a summary of the recently published Scottish Government ERF report, a short 'heads up' on a planned newsletter readership survey we intend to carry out, and an introduction to the upcoming Customer First Conference, on 5 October.
June 2009 edition of SOLACE Focus which features an article on the Customer Service Professional Qualifications, part of Customer First.
